ITIL4F Practice Questions 2 — 50 Questions

Question 1

An organization is considering adopting a cloud-based CRM system to replace its on-premise solution. According to ITIL 4, which of the following is a risk that is transferred from the consumer to the service provider?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The risk of hardware failure in the data center. When using a cloud service, the provider typically takes on risks like hardware failures, so the consumer no longer bears that risk.

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The risk of non-compliance with industry regulations

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The risk of data loss due to user error

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The risk of reduced employee productivity during migration

Question 2

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

Restore normal service operation as quickly as possible. Incident management aims to restore normal service operation as quickly as possible and minimize business impact.

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Evaluate and authorize changes

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Find the root cause of incidents

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Fulfil service requests

Question 3

A major incident has occurred. After restoring service, the team wants to update the Known Error Database (KEDB) with the workaround. Which practice is primarily responsible for this?

Accepted Answer

Problem Management. Problem Management is responsible for managing the lifecycle of all problems, including updating the Known Error Database (KEDB) with workarounds. After a major incident is resolved, the workaround is documented in the KEDB by Problem Management to prevent future incidents and enable faster resolution. This aligns with ITIL 4's definition of Problem Management as the practice that identifies, analyzes, and documents known errors and workarounds.

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Service Desk

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Change Enablement

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Incident Management

Question 4

What is the purpose of the 'shift-left' strategy in a service desk?

Accepted Answer

To resolve more incidents at the first point of contact without escalation. Shift-left strategy in a service desk aims to resolve incidents at the earliest possible point, typically the first point of contact (e.g., service desk agent or self-service portal), thereby minimizing escalations. The correct answer is B because it directly captures this purpose: resolving more incidents at the first point of contact without escalation. Option A describes self-service, which is a method of shift-left but not its overall purpose. Option C is related to availability management, and option D is about automation, which are not the primary purpose of shift-left.

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To enable users to resolve issues themselves via a portal

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To increase system availability by reducing downtime

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To automate incident resolution using artificial intelligence

Question 5

A service provider has a process that takes an average of 2 hours per request, but the customer expects a response within 1 hour. According to ITIL 4, this is a gap in:

Accepted Answer

Warranty. A is correct because warranty in ITIL 4 refers to the assurance that a service will meet agreed-upon conditions, such as availability, capacity, continuity, and — critically — response time. The process taking 2 hours per request while the customer expects a 1-hour response represents a failure to meet the defined warranty level for timeliness. This is not a utility issue (which concerns functionality) but a warranty gap in performance assurance.

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Value

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Outcome

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Utility

Question 6

Which THREE of the following are components of the Service Value System (SVS) according to ITIL 4?

Accepted Answer

Service Value Chain. The Service Value Chain is a core component of the ITIL 4 Service Value System (SVS). It provides an operating model for the creation, delivery, and continual improvement of services through six key activities: plan, improve, engage, design & transition, obtain/build, and deliver & support.

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Outcomes

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Value Streams

Question 7

An organization wants to implement a new CRM system. According to ITIL 4, which type of change would this typically be considered?

Accepted Answer

Normal change. New system implementations are significant and require approval, typically via a normal change.

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Emergency change

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Standard change

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Service request

Question 8

Which of the following is the correct distinction between Incident Management and Problem Management?

Accepted Answer

Incident Management restores service; Problem Management finds root causes. Incident Management focuses on restoring service as quickly as possible, while Problem Management focuses on identifying root causes to prevent recurrence. Option A is correct. Option B is incorrect because it reverses the roles. Option C is incorrect because Incident Management does not handle change requests; that is Change Enablement. Option D is incorrect because Problem Management can be both reactive and proactive, not always proactive.

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Incident Management finds root causes; Problem Management restores service

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Incident Management handles change requests; Problem Management manages incidents

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Incident Management is reactive; Problem Management is always proactive

Question 9

Which TWO of the following statements about Service Desk and Incident Management are correct?

Accepted Answer

Incident Management may use workarounds to restore service quickly. The Service Desk is the single point of contact for incident reporting, making Option B correct. Incident Management focuses on restoring service quickly, often using workarounds, which makes Option A correct. Option C is false because finding root cause is the goal of Problem Management, not Incident Management. Option D is false because the Service Desk does not perform root cause analysis. Option E is false because service requests are not necessarily logged as incidents; they are handled by Service Request Management.

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Incident Management focuses on finding the root cause of incidents

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The Service Desk is responsible for root cause analysis

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All service requests must be logged as incidents

Question 10

What is the primary focus of the Service Desk practice?

Accepted Answer

Providing a single point of contact for users. The Service Desk practice is defined in ITIL 4 as the entry point and single point of contact for users seeking support, reporting incidents, or requesting services. Its primary focus is on capturing, managing, and resolving user interactions, not on technical infrastructure monitoring or asset lifecycle management.

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Monitoring and managing events

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Ensuring services meet agreed capacity levels

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Managing the lifecycle of all IT assets

Question 11

Which dimension is MOST concerned with the sourcing strategy for IT services?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension is most concerned with sourcing strategy because it directly addresses decisions about which external vendors, contractors, or cloud providers deliver IT services, including procurement, contract management, and outsourcing. Sourcing strategy involves evaluating build-vs-buy, multi-vendor integration, and supplier risk management, all of which fall under this dimension.

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Information and Technology

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Value Streams and Processes

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Organisations and People

Question 12

Which THREE of the following are activities of Service Level Management?

Accepted Answer

Reporting service performance. Service Level Management involves negotiating SLAs, monitoring service performance, and reporting results. Defining service metrics is part of service design, not a direct activity of SLA management.

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Managing supplier contracts

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Defining service metrics

Question 13

Which TWO of the following are key activities of Service Level Management?

Accepted Answer

Negotiating and agreeing service level agreements (SLAs). Service Level Management (SLM) is responsible for negotiating and agreeing on Service Level Agreements (SLAs) with customers to set clear expectations for service quality. It also involves monitoring actual service performance against those SLAs and reporting the results to stakeholders, ensuring that agreed targets are met or corrective actions are taken. These two activities form the core cycle of defining, measuring, and improving service levels.

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Authorizing changes to IT services

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Managing contracts with external suppliers

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Handling user requests and incidents

Question 14

Which ITIL 4 dimension focuses on the culture, roles, skills, and communication within an organization?

Accepted Answer

Organizations and People. The 'Organizations and People' dimension of ITIL 4 specifically addresses the human and cultural aspects of service management, including organizational culture, roles and responsibilities, skill sets, and communication flows. This dimension ensures that the people side of the organization is aligned with the service value system, enabling effective collaboration and decision-making.

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Information and Technology

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Value Streams and Processes

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Partners and Suppliers

Question 15

Which ITIL 4 concept describes the deliverable produced by an activity, while the result for the stakeholder is described by a different concept?

Accepted Answer

Output vs. Outcome. In ITIL 4, an 'output' is the tangible or intangible deliverable produced directly by an activity (e.g., a completed service request form), while an 'outcome' is the result for the stakeholder, such as restored business functionality or improved user satisfaction. Option A correctly distinguishes these two concepts, which is a core distinction in service value system design.

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Service Request vs. Change

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Incident vs. Problem

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Utility vs. Warranty

Question 16

Which TWO ITIL guiding principles are most closely related to the concept of 'customer value'?

Accepted Answer

Collaborate and promote visibility. 'Collaborate and promote visibility,' is correct because customer value is co-created through active collaboration between the service provider and the customer, ensuring that requirements, constraints, and expectations are transparent. Option E, 'Focus on value,' is directly tied to customer value as it mandates that every activity, decision, and metric must be aligned with delivering measurable outcomes that matter to the customer, not just internal operational targets.

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Progress iteratively with feedback

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Keep it simple and practical

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Optimize and automate

Question 17

Drag and drop the steps of the service level management process into the correct order.

Accepted Answer

Define service level requirements, then Negotiate and agree targets, then Document and sign SLA, then Monitor service performance, then Review and report. Service level management begins with defining requirements, then negotiating targets, documenting the SLA, monitoring, and reviewing.

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Define service level requirements, then Document and sign SLA, then Negotiate and agree targets, then Monitor service performance, then Review and report

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Define service level requirements, then Negotiate and agree targets, then Monitor service performance, then Review and report, then Document and sign SLA

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Monitor service performance, then Define service level requirements, then Negotiate and agree targets, then Document and sign SLA, then Review and report

Question 18

Which of the following is an external factor that can affect an organization's service management approach, as described in ITIL 4?

Accepted Answer

Economic conditions. Economic conditions are an external factor because they originate outside the organization and are beyond its direct control, yet they significantly influence service management decisions such as budgeting, pricing, and investment in new technologies. ITIL 4 explicitly identifies economic conditions as part of the Political, Economic, Social, Technological, Legal, and Environmental (PESTLE) framework used to analyze external factors affecting the four dimensions of service management.

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Service desk processes

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Employee skills

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Organizational culture

Question 19

A cloud service provider guarantees 99.99% uptime for its infrastructure. According to ITIL 4, which aspect of service is being addressed?

Accepted Answer

Warranty. Warranty in ITIL 4 refers to the assurance that a service will meet agreed-upon availability, capacity, continuity, and security requirements. A 99.99% uptime guarantee directly addresses the availability aspect of warranty, ensuring the service is reliable and accessible as promised.

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Outcome

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Output

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Utility

Question 20

A service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Accepted Answer

Log an incident record. According to ITIL 4, an incident is any unplanned interruption or reduction in quality of an IT service. The analyst's first action must be to log an incident record to capture the details of the service outage, initiate the incident management process, and ensure timely restoration of the CRM service. This aligns with the ITIL 4 guiding principle of 'Focus on Value' by immediately addressing the user's inability to work.

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Raise a problem record

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Submit a change request

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Create a service request